Company Overview
At Rosabella, we're dedicated to helping women feel their best through every chapter of their wellness journey. Inspired by a personal story, we set out to create thoughtfully formulated supplements that provide meaningful nutritional support during menopause and beyond. By combining carefully selected ingredients with a commitment to quality and transparency, we're making it easier for women to prioritize their health with products they can trust.

Position Summary
The Customer Service Representative (Live Call) is the voice our customers hear when they need real, real-time help: order issues, product questions, billing and refund requests, and everything in between. This role handles live inbound and outbound customer calls, resolving issues on the spot or escalating them to the right place quickly.
This role is part of a broader Customer Service org that also includes email and social media support. We currently have 3 live call representatives on staff and are actively building this function out to at least 12,



so you'll be joining at a formative point for live call support specifically.
You will work one of two assigned shifts, with rest days scheduled around operational coverage needs rather than a fixed weekly pattern.

Key Responsibilities
Live Call Support: Handle inbound and outbound customer calls, resolving order, product, billing, refund, and shipping questions in real time.
Issue Resolution & Escalation: Resolve issues within your scope and escalate complex or sensitive cases to leadership promptly and with clear context.
Standards & Brand Voice: Follow macros, SOPs, and brand voice guidelines while still sounding like a real, helpful person on the phone.
Performance Targets: Meet CSAT, first response time, and resolution time targets for the live call channel.
Coaching & Development: Participate in coaching sessions and team meetings with camera on, and apply feedback to improve call quality over time.
Documentation: Maintain accurate

📌 Customer Service Representative (Colombia)
🏢 Rosabella
📍 Colombia